What is interactive voice response in SAP CRM-CCI - SAP Contact Center?

SAP Term: interactive voice response

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: An automated system that accepts input from a user over the telephone and plays back audio responses.

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• Key Concepts: 
  Interactive Voice Response (IVR) is a technology used in the SAP Contact Center component of CRM-CCI. It is an automated system that interacts with customers over the phone, allowing them to access information and services without the need for a live operator. It uses voice recognition and natural language processing to understand customer requests and provide appropriate responses. 
  
  How to use it: 
  IVR can be used to provide customers with access to information such as account balances, order status, and product availability. It can also be used to process orders, schedule appointments, and provide customer service. To use IVR, customers simply call a designated number and follow the prompts provided by the system. 
  
  Tips & Tricks: 
  When using IVR, it is important to ensure that the system is easy to use and understand. This can be done by providing clear instructions and using simple language. Additionally, it is important to ensure that the system is able to recognize a wide range of accents and dialects in order to provide an optimal customer experience. 
  
  Related Information: 
  IVR is often used in conjunction with other technologies such as chatbots and automated text messaging systems. Additionally, it can be integrated with other SAP components such as Customer Relationship Management (CRM) and Business Intelligence (BI).